The Integrated Operational Review (IOR) is now complete. This multi-year, multi-phase initiative helped the City improve how the development industry, business community and the City work together, and set the stage for a culture of continuous improvement. We are committed to providing great service, clear advice, and useful tools for our stakeholders. We are here to listen, learn, lead.

The City has made great progress so far, and will continue improving development approval processes and customer service to better support how City staff, the development industry, business community and the public work together.

Highlights of what we’ve done so far:

Implemented or addressed all original 23 recommendations from the Phase 2 IOR report.

Created a Rapid Response Protocol for high impact Industrial, Commercial and Institutional (ICI) development and investment opportunities.

For more information

Background information

2016 Integrated Operational Review Annual Report

The City is moving forward with implementing the Integrated Operational Review recommendations. Most recommendations and improvements have been implemented with the remainder on track to be completed by the end of 2016.

The City is focusing on implementing customer-focused improvements including:

Webpage updates to guelph.ca to ensure it is user-friendly and intuitive for those looking to develop, invest or do-business in Guelph.

Using streamlined development approval processes for site plan approval, official plan amendments, zone changes, plan of subdivision, part lot control and condominium and vacant land conversion.

Releasing development approval process user guides. The first being released is the Site Plan User Guide (summer 2016).

Modernizing the City’s online file management software to track all development applications, report on city processing timelines and provide automated notifications to applicants/developers.

Developing and implementing a customer service strategy to better serve stakeholders looking to develop and invest in Guelph.

Developing and implementing the Interim Rapid Response Protocol for high impact Industrial, Commercial and Institutional development and investment opportunities.

Piloting performance measurement systems and targets in the development approval process to monitor and track effectiveness of the process.

Developing a plan to refresh the City’s website.

On July 7, 2015, staff presented the 2015 Integrated Operational Review Annual Report to the Infrastructure, Development and Enterprise Committee. The report highlighted progress made to date and features 23 recommendations aimed at strengthening the City’s development approval processes.

A phased approach

The City completed a two-part operational review to find new and better ways of doing business. This review also responded to the findings and recommendations of Prosperity 2020, the City’s Economic Development and Tourism Strategic Plan.

Year 2 (2014 – 2015)

Mapping the City’s development approval processes (DAPs) and using stakeholder input to identify areas for improvement.

Modelling and testing system improvements and monitoring their effectiveness.

Developing and implementing an Interim Rapid Response Protocol for high impact Industrial, Commercial and Institutional development and investment opportunities.

Developing a plan to enhance the City’s website to ensure it is user-friendly and intuitive.

Establishing the Development Review Committee along with a pre-consultation bylaw following Council approval in July 2015.

Year 3 (2015 – 2017)

In the third and final year, the City implement the remainder of the IOR recommendations and put a greater focus on customer service specifically for stakeholders involved in development approval processes.
The following is background information about the first two phases of the Integrated Operational Review (IOR).

Phase 2 (2012)

Phase 2 evaluated the City’s current development review processes and the related roles of Planning, Building, Engineering and Enterprise Services (Economic Development, Downtown Renewal and Community Energy Initiative).

Phase 2 objectives included:

to review the current development review processes and the roles of Planning, Building, Engineering and Enterprise (Economic Development, Downtown Renewal and Community Energy Initiative) services;

to assess organization, management and operating structures, processes, service delivery, resources and approaches to conflict resolution;

to identify opportunities for improved service delivery effectiveness, efficiency and customer service; and

Phase 1 (2011)

The purpose of Phase 1 was to identify Operational Review related key issues, challenges and opportunities (i.e. issues scoping), including initial ideas for addressing them. The City retained the consulting firm GLPi to conduct this assessment.

This initiative included input from an Oversight Committee which includes representatives from the Guelph Chamber of Commerce, the Guelph-Wellington Developer’s Association, the local development industry as well as the Industrial, Commercial and Institutional real estate broker sector.